Shane Sinclair
Linden
Summary
Customer Service Representative with 5+ years of experience in customer service, sales, and technical support. Skilled in building customer rapport, identifying needs, and providing tailored solutions. Efficiently handles high-volume inquiries, resolves conflicts, and upsells. Thrives in fast-paced environments, collaborates with teams, and adapts to business changes.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Xfinity, Teleperformance
08.2022 - 02.2023
- Consistently achieved an 85%+ customer satisfaction rating by providing empathetic, patient, and solution-oriented support to Xfinity subscribers, resolving an average of 40+ inquiries daily
- Demonstrated expertise in troubleshooting Xfinity services, leading to a 20% reduction in technician dispatches and a 15% decrease in average call handling time, ensuring swift issue resolution and enhanced customer experience
- Actively collaborated with sales and technical teams to proactively identify and resolve potential service disruptions, resulting in a 10% improvement in customer retention and a 25% reduction in service-related escalations
- Demonstrated a comprehensive understanding of company policies and procedures to ensure compliance and provide accurate information to customers.
Customer Support / Retention
AT&T, Sutherland Global
04.2019 - 01.2021
- Showcased exceptional customer service skills as an AT&T Customer Care and Retention Representative, successfully resolving complex inquiries and issues related to DirecTV, landline, and internet services
- Exhibited outstanding multitasking abilities by managing a high call volume, while consistently maintaining a 98% accuracy rate in updating customer accounts and ensuring accurate billing information
- Built trusting relationships with AT&T customers by understanding their needs and providing empathetic support, contributing to a 10% increase in customer retention.
Consultant
Sharp Electronics, Sutherland Global
10.2016 - 01.2018
- Maintained an 88% customer satisfaction rating by providing prompt and accurate assistance to Sharp Electronics clients, demonstrating strong empathy and active listening skills
- Successfully resolved an average of 25 complex technical issues daily, showcasing expertise in diagnosing and troubleshooting a wide range of electronic products, including printers, copiers, and displays
- Anticipated customer needs by providing additional information and resources beyond their initial inquiries
- Proactively participated in over 20+ new hire development through hands-on knowledge sharing on call handling guidelines, policies, and procedures.
Education
Diploma - Electrical Industrial Maintenance
Heart Trust NTA
High School Diploma -
Spalding High
Skills
- Communication Skills
- Problem-Solving skills
- Teamwork
- Sales skills
- Technical Proficiency
- Microsoft Office Suite
Timeline
Customer Service Representative
Xfinity, Teleperformance
08.2022 - 02.2023
Customer Support / Retention
AT&T, Sutherland Global
04.2019 - 01.2021
Consultant
Sharp Electronics, Sutherland Global
10.2016 - 01.2018
Diploma - Electrical Industrial Maintenance
Heart Trust NTA
High School Diploma -
Spalding High
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